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1. The complaint is received in our office by mail or telephone from the Insured, Department of Insurance or other government agency at:

American Health and Life Insurance Company
201 Queens Avenue
London, ON N6A 1J1
Telephone: 1-800-295-8623
Fax: 1-519-672-2323

2. The Claims Examiner and the Claims Manager and/or Claims Director will review the file.

3. If additional information is required to assist in the review process, it will be requested either from the Insured and/or other appropriate parties. The Insured is advised that their claim is under review and will be notified of the company's decision when the additional information is received.

4. Upon receiving the additional information, the decision is made to either accept the claim or maintain denial. A letter of explanation is sent to the Insured and/or other applicable parties advising of the company's decision.

5. If the complaint/issue still remains unresolved, the Insured may go directly to the company's Liaison Officer for file review:

American Health and Life Insurance Company
Attention: Liaison Officer
201 Queens Avenue
London, ON N6A 1J1
Telephone: 1-800-285-8623
Fax: 1-519-672-2623
E-mail: mcgarrellc@citifinancial.com

The Liaison Officer will follow the procedures in Steps 2 through 4 (above).

6. If the complaint/issue still remains unresolved, the Insured may go to the company's internal ombudsman for file review:

American Health and Life Insurance Company
Attention: Ombudsman
201 Queens Avenue
London, ON N6A 1J1
Telephone: 1-800-286-8623
Fax: 1-519-672-2623
E-mail: milest@citifinancial.com

The Ombudsman will follow the procedures in Steps 2 through 4 (above).

Canadian Life and Health Insurance OmbudService(CLHIO)

1 Queen Street East
Suite 1605A
Toronto, ON
M5C 2X9

Toll free: 1-888-295-8112
In Toronto call: 416-777-9002
Fax: 416-777-9750
E-mail: information@clhio.ca